Appalling Service from Absa VAF

<p>After months of attempting to get Absa VAF to reduce my monthly payment due to being unemployed, it was done after I had exposed on Hello Peter. By the time it took I have fallen into arreas inspite of approaching Absa in advance.</p> <p>I was notified by Nel & Vennote that my account was in arrears and that I should contact them to prevent legal action.<br />I contacted them immediately and took their advise that the best option for me at the time was to return my vehicle to be auctioned, after negotiating selling price and payment terms of the outstanding balance toward the bank.<br />Since the vehicle was collected I had no further communication from the bank even after numerous attempts following up from my side.<br />I have been shunted from pillar to post and each person that I have been referred to was unable to assist. <br />The process came to a complete halt after the vehicle had been collected. <br />In the entire process, one department doesn't seem to know the other departments process or the process in general. Furthermore there is no one managing or taking accountability for the end to end process.<br />I have requested the process from Absa VAF, who were non committal at first but eventually promised to send me the process steps. Needless to say, I am still waiting for it.<br />I was told that a proposal was posted to a previous postal address which I changed with the bank. Followed up a week later to find out that the changes did not reflect on the system. I have changed the postal address again since and made sure this time that I get a reference number as proof (REF NO: ********** 3). I was informed again that although my postal address is now correct that I still have to go into the bank to change my residential address so that I can receive my mail. I did go into the bank with a signed letter from the owner of the property where I reside, with my ID, a copy of the owners ID and a copy of the utility bill only to be told that the address cannot be changed as the request should have been on Absa's form instead of a letter.<br />To make matters worse my account was debited in full for the monthly payment for my vehicle that is in Absa's possession. I am loosing money daily as I have no idea when the vehicle will be auctioned whilst the value of the vehicle is decreasing plus I am incurring additional transport costs as I now have no vehicle. Furthermore I cannot get an answer as to when I will be reimbursed for their mistake in debiting my account. My mails are just being ignored. I find this blatently arrogant.</p> <p>I am now at my wits end and I am willing to persue the matter, escalate to the highest authority and expose Absa VAF.</p> <p> </p> <p>The email trail below has reference:</p> <p> </p> <p>Lorraine</p> <p> </p> <p>Thanks for getting back to me. I was only going to get an evaluation from BMW themselves based on trade, retail, and market/book value as a comparison.</p> <p>I am also aware that you have arranged for the debit order to be cancelled and for a refund which I am thankful for, however I would like an indication has to how long/when will the refund be done. I also need to have the details of when the vehicle will be put up for auction as everyday delayed costs me money in interest charges.</p> <p> </p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p>On 26 May 2017 at 13:19, Van Zyl, Lorraine: Absa ********** wrote:</p> <p>Mr Philip</p> <p> </p> <p>The costs that I am referring to is the valuation costs.</p> <p> </p> <p>You more than welcome to get your own valuator but the costs for the valuator , you will have to pay .</p> <p>Before you arrange a valuator you need to inform Mr Greyling so they can approve your valuator.</p> <p> </p> <p>I have requested for the debit order to be cancelled and I also requested a refund for you for the April instalment.</p> <p>Please check your account if the debit order goes off for May please inform me and we will also do a refund for May.</p> <p> </p> <p>Regards</p> <p> </p> <p> </p> <p>Lorraine van Zyl | AVAF Legal Secured Collections / Customer Operations</p> <p>Tel +27 (0)11 ********** | Fax ********** | Email ********** <p>No 9 Lothbury Road</p> <p>Auckland Park</p> <p> </p> <p>Please consider the environment before printing this email.</p> <p> </p> <p> </p> <p>COMPANY CONFIDENTIAL</p> <p> </p> <p> </p> <p> </p> <p>From: Kirsch Philip ********** <br /> Sent: 25 May 2017 16:48<br /> To: Van Zyl, Lorraine: Absa<br /> Cc: Charmaine; Barnard, Ansie: Absa; johan de kock<br /> Subject: Re: FW: Absa account ********** 2</p> <p> </p> <p>Hi</p> <p> </p> <p>Lorraine thanks for your mail. Please confirm what costs you are referring to.</p> <p> </p> <p>Also as per our discussion please confirm if the debit order has been reversed.</p> <p> </p> <p>Many Thanks</p> <p>Kirsch</p> <p> </p> <p> </p> <p> </p> <p>On 25 May 2017 at 10:37, Van Zyl, Lorraine: Absa ********** wrote:</p> <p>Morning Mr Philip</p> <p> </p> <p>Attached please find estimated valuation letter as requested.</p> <p> </p> <p>If you not happy with the estimated valuation you can send a email to</p> <p>Hendrik Greyling ********** <p> </p> <p>With details of your own valuator and you will have to pay the costs.</p> <p> </p> <p>I have requested for a refund of the April 2017 instalment.</p> <p> </p> <p> </p> <p>Regards</p> <p> </p> <p>Lorraine van Zyl | AVAF Legal Secured Collections / Customer Operations</p> <p>Tel +27 (0)11 ********** | Fax ********** | Email ********** <p>No 9 Lothbury Road</p> <p>Auckland Park</p> <p> </p> <p>Please consider the environment before printing this email.</p> <p> </p> <p> </p> <p>COMPANY CONFIDENTIAL</p> <p> </p> <p> </p> <p> </p> <p>From: Kirsch Philip ********** <br /> Sent: 25 May 2017 10:13<br /> To: Van Zyl, Lorraine: Absa<br /> Cc: Charmaine van Wyk; Barnard, Ansie: Absa; johan de kock</p> <p><br /> Subject: Re: Absa account ********** 2</p> <p> </p> <p>Hi Lorraine</p> <p> </p> <p>I am still waiting for the process and a call from you. I also need confirmation that the previous debit order has been reversed.</p> <p> </p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p>On 24 May 2017 at 14:55, Kirsch Philip ********** wrote:</p> <p>Lorraine</p> <p> </p> <p>Thank you for responding.</p> <p> </p> <p>This is the first mail I have received from you.</p> <p>My details including cell number was updated on the Absa system as per reference number: ********** 3 . This is concerning if you are still using an old number.</p> <p> </p> <p>You can contact me on ********** </p> <p> </p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p> </p> <p> </p> <p>On 24 May 2017 at 14:20, Van Zyl, Lorraine: Absa ********** wrote:</p> <p>Dear Charmaine</p> <p> </p> <p> </p> <p>I have send email to the client to provide me with his contact details.</p> <p>The cell no we have client doesn’t use any longer.</p> <p>Client spoke to me before .</p> <p> </p> <p>Regards</p> <p> </p> <p> </p> <p>Lorraine van Zyl | AVAF Legal Secured Collections / Customer Operations</p> <p>Tel +27 (0)11 ********** | Fax ********** | Email ********** <p>No 9 Lothbury Road</p> <p>Auckland Park</p> <p> </p> <p>Please consider the environment before printing this email.</p> <p> </p> <p> </p> <p>COMPANY CONFIDENTIAL</p> <p> </p> <p> </p> <p> </p> <p>From: Charmaine van Wyk ********** <br /> Sent: 24 May 2017 14:16<br /> To: 'Kirsch Philip'; Barnard, Ansie: Absa<br /> Cc: Van Zyl, Lorraine: Absa; 'johan de kock'</p> <p><br /> Subject: RE: Absa account ********** 2</p> <p> </p> <p>Dear Lorraine</p> <p> </p> <p>Can you please assist this client urgently? We did repossess the asset long ago and the client is entitled to know the process, but he doesn’t receive any feedback from Absa. We cannot assist nor do we have any information after we repossess assets.</p> <p> </p> <p>Kind Regards</p> <p> </p> <p>Charmaine van Wyk </p> <p>Office Manager</p> <p> </p> <p>Nel & Vennote</p> <p>Tel: ********** </p> <p>Fax: ********** </p> <p> </p> <p> </p> <p>[THIS DOCUMENT WAS ELECTRONICALLY TRANSMITTED TO THE RECIPIENT HEREOF]</p> <p>CONFIDENTIALITY CAUTION:</p> <p>This e-mail is intended only for the use of the individual or entity to which it is addressed and contains information that is privileged and confidential. If the reader of this e-mail is not the intended recipient, or the employee or agent responsible for delivering the e-mail to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this e-mail is strictly prohibited. If you have received this e-mail in error, please notify us immediately by telephone and return the original e-mail to us at the address above.</p> <p> </p> <p> </p> <p> </p> <p>From: Kirsch Philip ********** <br /> Sent: 24 May 2017 14:09<br /> To: Barnard, Ansie: Absa<br /> Cc: Van Zyl, Lorraine: Absa; johan de kock; Nel & Vennnote ********** /> Subject: Re: Absa account ********** 2</p> <p> </p> <p>Hi</p> <p> </p> <p>Still no feedback.</p> <p> </p> <p>Johan this is precisely what I referred to in my mail earlier to you.</p> <p> </p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p>On 23 May 2017 at 13:28, Kirsch Philip ********** wrote:</p> <p>Lorraine</p> <p> </p> <p>Please let me know the status on this issue.</p> <p> </p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p>On 23 May 2017 at 08:32, Kirsch Philip ********** wrote:</p> <p>Good Day</p> <p> </p> <p>Ansie thanks for responding, however in my telephonic discussion with you, you undertook to send me the process. Now you have forwarded this to Lorraine. I suppose that Lorraine is going to forward the mail to someone else. Where does it end?</p> <p> </p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p>On 23 May 2017 at 07:50, Barnard, Ansie: Absa ********** wrote:</p> <p> </p> <p> </p> <p>Good day Lorraine</p> <p> </p> <p>Refer e-mail trail. Kindly advise urgently.</p> <p> </p> <p>Kind regards</p> <p> </p> <p> </p> <p>Ansie Barnard | Risk Mitigation Support Department | Customer Operations</p> <p>Office: ********** | Fax ********** Email: ********** <p>8 Top Road | Anderbolt Boksburg,1459</p> <p>Barclays.com</p> <p> </p> <p>Respect | Integrity | Service | Excellence | Stewardship</p> <p>Helping people achieve their ambitions - in the right way</p> <p> </p> <p>P Please consider the environment before printing this email</p> <p> </p> <p>INTERNAL ONLY</p> <p> </p> <p>From: Kirsch Philip ********** <br /> Sent: 22 May 2017 15:55<br /> To: Charmaine van Wyk<br /> Cc: johan de kock; Barnard, Ansie: Absa</p> <p><br /> Subject: Re: Absa account ********** 2</p> <p> </p> <p>Thank you</p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p>On 22 May 2017 at 15:38, Charmaine van Wyk ********** wrote:</p> <p>Dear Ansie</p> <p> </p> <p>Can you please assist this client by confirming if asset has been sold and what the process are or who he can contact?</p> <p> </p> <p>Please also make sure debit order is cancelled.</p> <p> </p> <p>Kind Regards</p> <p> </p> <p>Charmaine van Wyk </p> <p>Office Manager</p> <p> </p> <p>Nel & Vennote</p> <p>Tel: ********** </p> <p>Fax: ********** </p> <p> </p> <p> </p> <p>[THIS DOCUMENT WAS ELECTRONICALLY TRANSMITTED TO THE RECIPIENT HEREOF]</p> <p>CONFIDENTIALITY CAUTION:</p> <p>This e-mail is intended only for the use of the individual or entity to which it is addressed and contains information that is privileged and confidential. If the reader of this e-mail is not the intended recipient, or the employee or agent responsible for delivering the e-mail to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this e-mail is strictly prohibited. If you have received this e-mail in error, please notify us immediately by telephone and return the original e-mail to us at the address above.</p> <p> </p> <p> </p> <p> </p> <p>From: Kirsch Philip ********** <br /> Sent: 22 May 2017 15:25<br /> To: ********** ********** /> Cc: Charmaine</p> <p><br /> Subject: Re: Absa account ********** 2</p> <p> </p> <p>Johan</p> <p> </p> <p>Thanks for your prompt response. I do not bank with Absa. Can I go to any Absa branch to have the debit order reversed and cancel future debits or should I go to my own bank to do this in this case Standard Bank?</p> <p> </p> <p>By copy Ansie, as requested previously from you, could you urgently send me the process so that I know what to do and who to contact in future?</p> <p> </p> <p>Johan - please forward to Ansie as the email seems to be bouncing.</p> <p> </p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p> </p> <p>On 22 May 2017 at 15:07, ********** ********** wrote:</p> <p>Mr Philip</p> <p> </p> <p>Sorry to hear about all the problems. </p> <p>I can only suggest that you go to your branch and ask for the debit order to be reversed. I would suggest that you also cancel the debit order. I have no idea why the debit order went through after you handed over the vehicle.</p> <p>Regarding the process I think you must talk to Ansie or Willie ********** 210. You can also email Ansie at ********** They are situated at Absa store in Boksburg. They should be able to clear up all your questions.</p> <p> </p> <p>Johan</p> <p>Sent from my LG Mobile</p> <p> </p> <p>------ Original message------</p> <p>From: Kirsch Philip</p> <p>Date: Mon, 22 May 2017 14:30</p> <p>To: johan de kock;</p> <p>Cc:</p> <p>Subject:Re: Absa account ********** 2</p> <p> </p> <p>Dear Johan</p> <p> </p> <p>The email trail has reference.</p> <p> </p> <p>Brief Synopsis:</p> <p>I was originally notified by you that my account was in arrears and that I should contact you to prevent legal action.<br />I contacted you immediately and took your advise that the best option for me at the time was to return my vehicle to be auctioned, after negotiating selling price and payment terms of the outstanding balance toward the bank.<br />Since the vehicle was collected I had no further communication from the bank even after numerous attempts following up from my side.<br />I have been shunted from pillar to post and each person that I have been referred to was unable to assist. <br />The process came to a complete halt after the vehicle had been collected by you. <br />In the entire process, one department doesn't seem to know the other departments process or the process in general. Furthermore there is no one managing or taking accountability for the end to end process.<br />I have requested the process from you and the people you referred me to, who were non committal at first but eventually promised to send me the process steps. Needless to say, I am still waiting for it.<br />I was told that a proposal was posted to a previous postal address which I changed with the bank. Followed up a week later to find out that the changes did not reflect on the system. I have changed the postal address again since and made sure this time that I get a reference number as proof (REF NO: ********** 3)<br />To make matters worse my account has been debited in full for the monthly payment for my vehicle that is in your possession, plus I have incurred more transport costs as I now have no vehicle.<br />I am at my wits end and do not know who to turn to hence my mail to you as you were the initiator of this process. My other alternative is to contact the Ombudsman and put Absa Bank back on Hello Peter as this seems to be the only thing that works to get some service.</p> <p> </p> <p>Your urgent response and resolve is required. I look forward to hearing from you soonest.</p> <p> </p> <p>Regards</p> <p>Kirsch Philip</p> <p> </p> <p> ********** </p> <p> </p> <p> </p> <p>On 20 April 2017 at 08:49, Kirsch Philip ********** wrote:</p> <p>Hi Johan</p> <p>Thanks for your mail. However its a bit ridiculous now that I have to wait so long for the documents.</p> <p> </p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p>On 19 Apr 2017 9:24 AM, ********** ********** wrote:</p> <p>Morning</p> <p> </p> <p>We haven t received the repo docs from Absa. We did request it again. Will forward it as soon as we receive it.</p> <p> </p> <p>Johan </p> <p> </p> <p>Sent from my LG Mobile</p> <p> </p> <p>------ Original message------</p> <p>From: Kirsch Philip</p> <p>Date: Wed, 19 Apr 2017 07:43</p> <p>To: johan de kock;</p> <p>Cc:</p> <p>Subject:Re: Absa account ********** 2</p> <p> </p> <p>Hi Johan</p> <p>As discussed please forward relevant outstanding documents to me.</p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p>On 11 Apr 2017 7:40 AM, "Kirsch Philip" ********** wrote:</p> <p>Hi Johan</p> <p> </p> <p>Please confirm the time.</p> <p> </p> <p>Regards</p> <p>Kirsch</p> <p> </p> <p> </p> <p>On 07 Apr 2017 8:21 AM, ********** ********** wrote:</p> <p>Mr Philip</p> <p> </p> <p>Tuesday is good. Will phone you early in the morning to confirm a time.</p> <p> </p> <p>Johan</p> <p> </p> <p>Sent from my LG Mobile</p> <p> </p> <p>------ Original message------</p> <p>From: Kirsch Philip</p> <p>Date: Fri, 7 Apr 2017 07:58</p> <p>To: ********** <p>Cc:</p> <p>Subject:RE: Absa account ********** 2</p> <p> </p> <p>Dear Johan</p> <p> </p> <p>Thank you for your response. I accept the charges as long as it is within the estimated cost mentioned below.</p> <p>I would like the vehicle to be collected from the address below between 8:00 am and 5:00 pm on Tuesday the 11 April 2017.</p> <p> </p> <p>8th Road</p> <p>1207 Crescent Wood Country Estates</p> <p>Noordwyk</p> <p>Gauteng</p> <p> </p> <p>Please confirm if this will be in order , if you require anything further and what the process would be from here on.</p> <p> </p> <p> </p> <p>Kind Regards</p> <p>Kirsch</p> <p>076 ********** </p> <p> </p> <p>From: ********** ********** <br /> Sent: Thursday, 06 April 2017 8:44 AM<br /> To: Kirsch Philip ><br /> Subject: Re: Absa account ********** 2</p> <p> </p> <p>Morning</p> <p> </p> <p>The towing cost is roughly R 2000. It s added on to your account.</p> <p> </p> <p>Johan</p> <p> </p> <p>Sent from my LG Mobile</p> <p> </p> <p>------ Original message------</p> <p>From: Kirsch Philip</p> <p>Date: Thu, 6 Apr 2017 08:40</p> <p>To: ********** <p>Cc:</p> <p>Subject:Re: Absa account ********** 2</p> <p> </p> <p>Hi</p> <p>Trust all is well. Just quickly need to find out what the cost implications are if the vehicle had to be collected from me.Once I have this info I will be in a position to respond to you with further detail.</p> <p> </p> <p>Many thanks</p> <p>Kirsch</p> <p> </p> <p>On 05 Apr 2017 11:14 AM, ********** ********** wrote:</p> <p> </p> <p>Mr Philip</p> <p> </p> <p>Your account on the BMW is in arrears with R 27892.61.</p> <p>To prevent legal action by Absa contact me urgently.</p> <p> </p> <p>Johan de Kock</p> <p>Nel en vennote</p> <p> ********** 595</p> <p> ********** 055</p> <p>Sent from my LG Mobile</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>Important Notice:</p> <p>Absa is an Authorised Financial Services Provider and Registered Credit Provider, registration number: NCRCP7. This e-mail and any files transmitted with it may contain information that is confidential, privileged or otherwise protected from disclosure. If you are not an intended recipient of this e-mail, do not duplicate or redistribute it by any means. Please delete it and any attachments and notify the sender that you have received it in error. Unless specifically indicated, this e-mail is not an offer to buy or sell or a solicitation to buy or sell any securities, investment products or other financial product or service, an official confirmation of any transaction, or an official statement of Absa. Any views or opinions presented are solely those of the author and do not necessarily represent those of Absa. This e-mail is subject to terms available at the following link: http://www.absa.co.za/disclaimer. The Disclaimer forms part of the content of this email. If you are unable to access the Disclaimer, send a blank e-mail to ********** and we will send you a copy of the Disclaimer. By messaging with Absa you consent to the foregoing. By emailing Absa you consent to the terms herein. This email may relate to or be sent from other members of the Absa Group.</p> <p> </p> <p> </p> <p> </p> <p>Important Notice:</p> <p>Absa is an Authorised Financial Services Provider and Registered Credit Provider, registration number: NCRCP7. This e-mail and any files transmitted with it may contain information that is confidential, privileged or otherwise protected from disclosure. If you are not an intended recipient of this e-mail, do not duplicate or redistribute it by any means. Please delete it and any attachments and notify the sender that you have received it in error. Unless specifically indicated, this e-mail is not an offer to buy or sell or a solicitation to buy or sell any securities, investment products or other financial product or service, an official confirmation of any transaction, or an official statement of Absa. Any views or opinions presented are solely those of the author and do not necessarily represent those of Absa. This e-mail is subject to terms available at the following link: http://www.absa.co.za/disclaimer. The Disclaimer forms part of the content of this email. If you are unable to access the Disclaimer, send a blank e-mail to ********** and we will send you a copy of the Disclaimer. By messaging with Absa you consent to the foregoing. By emailing Absa you consent to the terms herein. This email may relate to or be sent from other members of the Absa Group.</p> <p> </p> <p> </p> <p>Important Notice:</p> <p>Absa is an Authorised Financial Services Provider and Registered Credit Provider, registration number: NCRCP7. This e-mail and any files transmitted with it may contain information that is confidential, privileged or otherwise protected from disclosure. If you are not an intended recipient of this e-mail, do not duplicate or redistribute it by any means. Please delete it and any attachments and notify the sender that you have received it in error. Unless specifically indicated, this e-mail is not an offer to buy or sell or a solicitation to buy or sell any securities, investment products or other financial product or service, an official confirmation of any transaction, or an official statement of Absa. Any views or opinions presented are solely those of the author and do not necessarily represent those of Absa. This e-mail is subject to terms available at the following link: http://www.absa.co.za/disclaimer. The Disclaimer forms part of the content of this email. If you are unable to access the Disclaimer, send a blank e-mail to ********** and we will send you a copy of the Disclaimer. By messaging with Absa you consent to the foregoing. By emailing Absa you consent to the terms herein. This email may relate to or be sent from other members of the Absa Group.</p> <p><br /> <br /> ---------- Forwarded message ----------<br /> From: "MDC ********** ********** /> To: "Van Zyl, Lorraine: Absa" ********** /> Cc: <br /> Bcc: <br /> Date: Thu, 25 May 2017 08:26:15 +0000<br /> Subject: Lexmark Scans</p> <p> </p> <p>Important Notice:</p> <p>Absa is an Authorised Financial Services Provider and Registered Credit Provider, registration number: NCRCP7. This e-mail and any files transmitted with it may contain information that is confidential, privileged or otherwise protected from disclosure. If you are not an intended recipient of this e-mail, do not duplicate or redistribute it by any means. Please delete it and any attachments and notify the sender that you have received it in error. Unless specifically indicated, this e-mail is not an offer to buy or sell or a solicitation to buy or sell any securities, investment products or other financial product or service, an official confirmation of any transaction, or an official statement of Absa. Any views or opinions presented are solely those of the author and do not necessarily represent those of Absa. This e-mail is subject to terms available at the following link: http://www.absa.co.za/disclaimer. The Disclaimer forms part of the content of this email. If you are unable to access the Disclaimer, send a blank e-mail to ********** and we will send you a copy of the Disclaimer. By messaging with Absa you consent to the foregoing. By emailing Absa you consent to the terms herein. This email may relate to or be sent from other members of the Absa Group.</p> <p> </p> <p> </p> <p> </p>